The Role
Leads international customer order execution and export logistics from purchase order through delivery. Manages shipment planning, freight forwarders, customs coordination, export documentation, regulatory compliance, customer communication, payment follow-up, claims, and receivables. Coordinates cross-functionally with sales, production, warehouse, QA, finance, regulatory, banks, and logistics partners. Drives SOP development, ERP workflow improvements, cost reduction, documentation accuracy, and team performance.
Summary Generated by Built In
Job Description (JD)
Position: Customer Care Head – International Logistics & Export Operations
Department: International Business / Supply Chain
Location: Civil Lines, Nagpur
Company: Nitika Pharmaceuticals Specialities Pvt. Ltd.
Reporting To: VP – Sales & Marketing
Experience: 10–15 Years
Industry: Pharmaceuticals / Excipients / API / Chemicals / Manufacturing
Key Responsibilities
1. Customer Order Management
• Lead end-to-end execution of export customer orders after receipt of Purchase Orders.
• Ensure smooth coordination between Sales, Production, Planning, Warehouse, QA, Dispatch, Logistics, and Customers.
• Monitor order progress from order confirmation to final delivery.
• Ensure on-time execution as per customer delivery commitments.
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2. Export Logistics & Shipment Planning
• Plan and coordinate international shipments.
• Select suitable freight modes (Air, Sea, Road).
• Coordinate shipment schedules with freight forwarders and shipping lines.
• Optimize logistics cost without compromising delivery timelines.
• Monitor shipment movement until final destination.
• Handle shipment delays and proactively communicate updates to customers.
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3. Freight Forwarding Management
• Manage relationships with Freight Forwarders, CHA, Shipping Lines and Airlines.
• Negotiate freight rates.
• Finalize shipment bookings.
• Ensure timely container availability.
• Track vessel schedules.
• Coordinate customs clearance activities.
• Resolve logistics bottlenecks.
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4. Export Documentation
Ensure preparation and verification of:
• Commercial Invoice
• Packing List
• Shipping Bill
• Bill of Lading (BL)
• Airway Bill (AWB)
• Certificate of Origin (COO)
• AIFTA Certificate
• Insurance Documents
• Inspection Certificates
• Export Declaration
• LC Documentation
• Bank Negotiation Documents
Ensure complete compliance with:
• DGFT
• Customs
• FEMA
• RBI Guidelines
• EXIM Policy
• International Trade Regulations
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5. Post Shipment Follow-up
• Monitor shipment until customer delivery.
• Share shipment tracking details with customers.
• Coordinate Proof of Delivery.
• Handle shipment discrepancies.
• Manage claims for transit damages.
• Ensure timely submission of shipping documents.
• Coordinate payment follow-up with customers.
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6. Customer Relationship Management
• Serve as the primary point of contact for international customers after order confirmation.
• Handle customer complaints effectively.
• Maintain high customer satisfaction.
• Coordinate repeat orders.
• Ensure quick resolution of customer issues.
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7. Cross Functional Coordination
Coordinate closely with:
• International Sales Team
• Production
• Planning
• QA/QC
• Warehouse
• Dispatch
• Finance
• Commercial Team
• Regulatory Affairs
• Freight Forwarders
• CHA
• Banks
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8. Commercial Coordination
• Coordinate Invoice Generation.
• Payment Follow-up.
• LC Documentation.
• Advance Payment Tracking.
• Outstanding Receivables Monitoring.
• Export Incentive Documentation.
• Insurance Claims.
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9. Process Improvement
• Develop Standard Operating Procedures (SOPs).
• Improve shipment turnaround time.
• Reduce logistics costs.
• Improve documentation accuracy.
• Implement automation and ERP workflows.
• Drive continuous process improvements.
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10. Team Management
• Lead Customer Care and Export Documentation teams.
• Allocate daily responsibilities.
• Conduct performance reviews.
• Coach and mentor team members.
• Develop succession planning within the department.
www.nitikapharma.com
Skills Required
- 10–15 years of experience
- Experience in pharmaceuticals, excipients, APIs, chemicals, or manufacturing
- International logistics and export operations experience
- Export documentation and compliance knowledge, including DGFT, Customs, FEMA, RBI guidelines, EXIM policy, and international trade regulations
- Freight forwarding, customs clearance, shipping line, airline, and freight-rate negotiation experience
- Team leadership and cross-functional coordination experience
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The Company
What We Do
Nitika Pharmaceutical Specialities Pvt. Ltd. is an India-based pharmaceutical manufacturer and exporter founded in 1991 and headquartered in Nagpur. The company specializes in pharmaceutical excipients, antacid active ingredients, mineral salts, and related formulation materials. Its products support pharmaceutical manufacturing worldwide, with distribution reaching more than 90 countries across regulated and emerging international markets. Nitika emphasizes innovation, quality, patient focus, integrity, teamwork, and value-driven operations.
